CX Accelerator

NOVEMBER 7, 2023

After demanding a supervisor, the representative said, “I am your highest point of contact of contact in this office. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover). 30) can't focus on employees and their well-being.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

JULY 26, 2019

We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Probably not! Three-times re-purchase.

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. So, what if the issue is apathy?

Morale 195

Morale Contact Center CCNG Agent burnout 195

ShepHyken

DECEMBER 13, 2019

They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000. Ask your contact about adherence to timescales, budgets and SLAs. Overtrading is not unusual, question their key staff turnover and look on Glassdoor to see what their employees are saying.

APIs 254

APIs Enterprise Government Customer Experience 254

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Back office support. Subject matter experts. Accessible NOW! Agent Analytics (28.4%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 122

Contact Center Self service Analytics Banking 122

Comm100

FEBRUARY 6, 2023

A good CX is customer-centered. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations. Customers typically engage with your brand on different touchpoints. Improving customer experience goes beyond being on call 24/7 to address clients’ issues.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As an industry, we’ve overlooked the most important aspect in delivering a positive customer experience (CX) … of making the employee experience (EE) a positive one as well. Key Learnings from Kate Leggett and Steve Nattress. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Figure 1 below illustrates responses to this question.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. In this article, we’ll explore how to streamline service management by adopting an omnichannel engagement workspace. This is sometimes easier said than done.

Management 64

Management Call Logging CRM Call flow 64

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . How Best to Engage with Customers and Prospects.

Contact Center 56

Contact Center Analytics Self service Finance 56

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Customers should be contacted daily.”. Listen to the voice of employee.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Morale 90

Morale Contact Center Quality management Coaching 90

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers. Conclusion.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Taylor Reach Group

JANUARY 6, 2023

As I look at the new and shiny year ahead, I wonder what delights and innovations and opportunities may lie ahead for Contact Center operations. . We have seen Contact Centers struggle to find and retain workers. We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. .

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

CX Accelerator

OCTOBER 7, 2019

Step Three: Collaborate and Listen to Employees A company’s growth and profitability are linked to the satisfaction of its workforce. The customer experience begins with your staff and their employee experience. What is the employee experience (EX)? This includes listening to employees and knowing where they encounter friction.

Customer Experience 261

Customer Experience contact center solutions Contact Center Metrics 261

ShepHyken

SEPTEMBER 15, 2023

To keep new and current customers engaged, no business should leave out one of the most important pieces of the customer experience puzzle: email marketing. From the email subject line to the visual components and copy, you should target your email content to each reader to increase their engagement.

Marketing 146

Marketing Customer Experience Entertainment Customer centricity 146

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . But the bigger picture should be call center development for your staff and business.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

ShepHyken

DECEMBER 23, 2022

Many organizations are modernizing their communications systems to streamline operations and keep employees (and customers) connected in a hybrid world. There’s work to be done in 2023 to provide employees with the proper communications and collaboration tools to work from anywhere. But supporting hybrid work isn’t enough. “In

Surveys 173

Surveys Education Enterprise Technology 173

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In this blog, we’ll discuss how to create goals that will take your call center to the next level. 7 Things Great Call Center Managers Do Every Day Why Do My Contact Center Agents Need Goals?

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Comprehensive Call Center Metrics Report. Here’s how!

Best practices 217

Best practices Call Center Average Handle Time virtual call center 217

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 52

Contact Center Self service Analytics Banking 52

Steve DiGioia

MAY 17, 2021

According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas. E ye contact. Maintain EYE CONTACT with the client without staring.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. One of the most impactful uses is how AI is transforming customer experience (CX).

Quality management 75

Quality management Contact Center Management Best practices 75

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Aspect

JANUARY 17, 2020

According to recent data from Talent LMS, 88% of those surveyed say gamification in the software they use at work makes them happier employees. Additionally, they can then assign them to specific employees or teams. The post Motivate and Engage Agents with Gamification appeared first on Aspect Blogs.

Gamification 144

Gamification Contact Center Surveys Management 144

TechSee

JUNE 10, 2021

Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. Here are four truck roll optimization innovations to consider to improve customer experience, save a massive amount of money, and keep employees and customers safe. . Four Truck Roll Optimization Innovations.

Self service 207

Self service Analytics Transportation Healthcare 207

Outsource Consultants

AUGUST 14, 2018

A recent article by Manuel Solis discusses customer engagement. Not just a company’s attempts at engaging with their customers, but customers engaging with the company as well. 4 Social Media Services Contact Centers Provide Businesses. This is where an outsourced contact center can step up to fill in the gap.

Contact Center 156

Contact Center outsourcing Call Center Analytics 156

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. How Can WFM Help my Contact Center?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Service Levels. Gamification. Look it up. Call-Backs.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182